Overnight Customer Experience Representative, Active Trader

About the position

Robinhood's Customer Experience team is committed to providing an outstanding customer experience. In your role as an Advanced Services Representative, you will be empowered to help our customers with some of their most complex issues. In particular, your work will focus primarily on options trading and margin related issues experienced by our fast-growing customers. Your job is not only to help our customers with the issues they encounter, but empower them to learn and grow as traders. You will also play a critical role in providing feedback to business partners that help further enhance our product and platform, improving the customer experience. As an Advanced Services Representative, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively. Self-starters who spot and solve problems thrive at Robinhood, and you'll have a special role as the voice of our customers. This role is based in our Chicago, IL, Denver, CO, and Westlake, TX offices, with in-person attendance expected 5 days per week during the 9-week onboarding period. After onboarding, remote shifts expected with overnight-shift hours at least 5 days a week. At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

Responsibilities

  • Support key initiatives aimed at improving customer experience metrics (ASAT, QA) by collaborating with cross-functional teams.
  • Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction.
  • Develop subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries.
  • Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions.
  • Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.
  • Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance.
  • Engage in continuous learning and actively participate in team-driven process improvements.
  • Provide customer support for Event Contracts upon obtaining Series 3 licensure, leveraging strong derivatives and risk management expertise

Requirements

  • 1+ years of customer experience within financial services, with interest in working with active traders or on a trade desk.
  • Willingness to learn options and margins
  • Active Series 7 & 63 Series 3 required in the first 120 days
  • Demonstrated ability to collaborate with cross-functional teams (Product, Compliance, Engineering) to enhance product functionality and customer satisfaction.
  • Proven track record of effectively handling escalated customers and successfully de-escalating them
  • Familiarity with support platforms and CRM tools (e.g. Salesforce)
  • Enthusiasm for financial markets, trading platforms, and fintech innovations.

Benefits

  • Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
  • 100% paid health insurance for employees with 90% coverage for dependents
  • Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
  • Employer-paid life & disability insurance, fertility benefits, and mental health benefits
  • Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
  • Exceptional office experience with catered meals, events, and comfortable workspaces.
Back to blog

Other Jobs To Apply

Upto $200K/Year | Inpatient 7-On/7-Off | Dual-Certified PMHNP/FNP | Remote

Lead M&A Delivery

CAD Implementer (REMOTE-US)

Scientific Account Manager - Stem Cell Solutions- REMOTE

Regional Safety Leader - Remote Power & Energy

Sr. Program Manager (Healthcare)

Senior/Lead Software Engineer

Hubspot Marketing Consultant (Remote)- CONTRACT

Remote Sales Administrative Assistant

Remote eBay Expert

Electrical or Mechanical Commissioning Agent (Travel Required/Remote)

Senior Big Data Engineer: Snowflake + dbt (Remote)

Remote Senior Bioinformatics Manager, Genomics & Clinical

Business Process Analyst at General Dynamics: 100% Remote (LA)

Solution Architect – Agentic AI

NetSuite ARM Implementation Consultant - Senior Associate

PMT Engineer - Analytics and Automation

Payments & Product Partnerships Counsel, Americas

Financial Consultant I - Principal Connection

Dist Design Project Coord - Sr

Market Commentary Writer and Social Editor at Wealthfront: 100% Remote (San Francisco, CA, New York City, NY)

Global Total Rewards Lead

Remote Payroll Specialist | Flexible Hours & Growth

Entry-Level Auto Technician: Hands-On Tire & Maintenance

Senior Associate, Risk and Structuring Analytics

Services Project Coordinator

Software Developer/Senior Software Developer

Manager, Professional Services- Streaming Media

Varonis Careers - Technical Account Manager

Manager, Accounts Payable

Monday.com Consultant[remote]

Remote Electrical Engineer — Critical Power Systems

Platform Engineering & Reliability Specialist (Azure)

Remote Patient Scheduling Specialist (Part-Time, 20hrs/wk)

Remote Retirement Inside Sales Specialist

Remote SAP MM Consultant – Entry Level

Client Support Specialist - Greater Philadelphia, PA Area (REMOTE)

Customer Service Specialist I at Aon Plc: 100% Remote (Fort Washington, PA, US)

Services Project Coordinator

Appeals Nurse Consultant (Remote)

Servicing Travel Advisor III - Chase Travel (Remote - Tempe, AZ)

Programmatic Solutions Manager, Uber Advertising

Manager, Flight Maintenance - Traveling

Customer Service / Pizza Maker (01068) 28803 Northwestern Hwy, Southfield, MI

Guidewire Architect - PC/CC/BC

Notary Stamp Order Online | West College Corner, IN

Senior Analyst, Program Cost Controls (Remote)

Sr. Tech Business Developer, Just Walk Out Technology by Amazon - AWS Solutions

Medical Consultant

SENIOR DIGITAL SALES EXECUTIVE (REMOTE/USA) - KSLA (GDM - GRAY MEDIA GROUP)